Local multi-channel solutions provider, Salmat, has entered a strategic partnership with customer service management software vendor, KANA.
Salmat will roll out KANA Enterprise Agent Desktop solution locally as part of the deal.
KANA’s product lets contact centre agents aggregate customer queries and company information in a single interactive and process-oriented desktop from various sources, such as contact centres, online and social media.
Salmat customer engagement solutions chief executive officer, David Besson, said the machinations of the deal began approximately 18 months ago following a technology review.
“With the explosion of new technology, questions about the way communication channels are managed are now expected to be answered,” he said.
When Salmat was carrying out the review, Besson said KANA came up with products that were going to manage that multi-channel contact centre approach.
He adds that there were two major components to consider, namely the telephony application layer and the fixed agent desktop.
“We started as a call centre, and with the advent of multi-channel communication, we had to find the premium agent desktop solution,” Besson said.
After a "rigorous" selection process, KANA ended up being the partner that Salmat wanted to go with, both “from a technology and culture perspective.”
The roll out deal comes simultaneously with the announcement that the two companies will engage in a new strategic partnership.
KANA Software APAC general manager and SVP, Brian Donn, said the strategic partnership was a matter of “good timing.”
“They were at a stage where they wanted to refresh their environment and we had this opportunity in the marketplace to team up,” he said.
Donn said the advent of Cloud technology has really enabled KANA to offer something new to the market together with Salmat, which laid the foundation for the partnership between the two companies.
This partnership will mean that KANA will work with Salmat to offer solutions through the Cloud to the market.
“That is what we foresee being the ‘secret sauce’ and benefiting us in the coming months and years,” Donn said.
Patrick Budmar covers consumer and enterprise technology breaking news for IDG Communications. Follow Patrick on Twitter at @patrick_budmar.